Customer service
The increase in automatic toll collection systems, the widespread use of electronic payment tools and the many different needs of customers using the motorway require a suitable network of dedicated support services.
SERVICE CENTRE
The Company currently has four Service Centres situated at the motorway exits of Desenzano, Verona Sud, Vicenza Ovest and Thiene. These centres are the preferred point of contact with the motorway management company, helping to meet customers’ specific requirements providing commercial, traffic and tourist information.
In particular, the following activities can be carried out at our Service Centres:
- Activating deferred payment systems;
- Managing the missing payment statements (PAY ONLINE) issued by manual lanes (with toll charger) and automatic lanes at the exits on our stretch of motorway;
- Requesting the reimbursement of any toll that was incorrectly charged by one of our operators (after providing a proven explanation);
- Payments with debit/credit cards;
- Requesting toll invoices relating to our Company by filling out the forms provided.
Service centres are available at 0458272250 from Monday to Friday from 8:30 - 12:30 AM and from 1:30 - 5:30 PM, or writing to assistenza.commerciale@autobspd.it.
In order to provide better support services to those travelling on our motorway, the call centre for the Brescia Verona Vicenza Padova Motorway is open 24 hours a day, 7 days a week.
Our operators are on hand to provide you with traffic information, first aid, help with mechanical problems and forecasts on traffic and weather conditions. Simply call one of the following numbers:
The Company Autostrada Brescia Verona Vicenza Padova S.p.A. describes the services provided to its customers in its “Motorway Service Charter”. A copy of this charter can be requested from the company’s offices, Service Centres or tollbooths, or can be directly downloaded from the website.
The Company wishes to improve the quality of its services in order to boost the satisfaction of its customers, as well as that of Public Bodies and Institutions.
Any complaints, comments and suggestions are carefully assessed in order to raise company standards with reference to quality, safety and the environment.
“Complaint” refers to when a customer or intermediary notifies the Company in writing that their expectations were not met regarding one or more aspects of the motorway service.
Complaints or suggestions may be sent in different ways: fax, e-mail (please see Useful numbers) or by using the dedicated form.
Any complaints/suggestions received are managed through a certified in-house procedure which involves:
- registration;
- forwarding to the company department responsible;
- analysis of the complaint/suggestion and sending an initial and/or exhaustive reply to the sender;
- implementation of any corrective and/or preventive measures and assessing their effectiveness.
Similarly, you can also send us requests for traffic information regarding the stretch of motorway under our responsibility. Our dedicated departments will reply to these requests as soon as possible.
The Service Charter is prepared in compliance with the concession agreement, the specific Directive of the Ministry of Transport (n.102/09) and the Operating Instructions of the General Directorate for roads and motorways, the high supervision of road infrastructures and the supervision of motorway concession agreements dated 29th January 2010. The principles that inspire the company are briefly described, together with the infrastructure plans, the service factors, the quality indicators with the results promised and achieved and the measures suggested to travellers for a safe journey.
The Service Charter is intended to be an information, communication and dialogue tool with the customer in the belief that it can also improve business efficiency.
The Service Charter is provided in italian. Please consult here a lighter version of the document, available both in italian and english, which summarizes our services and the main information useful to travelers.
Claim for damages suffered by users while traveling on the motorway, or the routes under concession of Autostrada BS-VR-VI-PD SpA, allegedly attributable to the latter's responsibility, may be sent by registered mail or Pec at the following addresses:
- Autostrada BS-VR-VI-PD S.p.A. – via Flavio Gioia n. 71 - 37135 Verona;
- direzione@pec.autobspd.it.
